[rt-users] Requestor getting his own mails
I wanted to kas of this is just my setup or is it normal... When a requestor senda a reply to a correspond, his reply is entered in the ticket (ok) and the admincc and owner get a copy of it (as per scrips) but the weird thing is that the requestor also gets a copy of his own reply. Is this normal? I have a scrip that says send a copy of corresponds to the admincc, owner and requester, without it, the requester never gets anything. What am I doing wrong? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
* Anton Krall: I wanted to kas of this is just my setup or is it normal... When a requestor senda a reply to a correspond, his reply is entered in the ticket (ok) and the admincc and owner get a copy of it (as per scrips) but the weird thing is that the requestor also gets a copy of his own reply. Is this normal? This is normal. If you want to change it, there is a contributed condition called AnyTransactionSource which you can use to make your scrip conditional on the rights of the transaction creator. Typically, you only want to send out mail when the transaction creator has ModifyTicket rights on the ticket. The AnyTransactionSource condition should work with current RT, perhaps with minor changes. -- Florian Weimerfwei...@bfk.de BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
But doesnt the requester need to have modifyticket rights in order to append responds to a ticket via mail? That was one of my problems regarding rights... I wasnt sure which rights the requester has to have in order to reopen a ticket... I know he has to have createticket rights to create one ... But after that... Dont know Also global rights, group right and personal rights... I made a group X who has some members... I was struggling with which rifhts the members would need to have in order to add, etc, saved searches, dashboards, etc... Do I need to change their global rights, groups ones or personal ones... :) Quite configurable :) From: Florian Weimer fwei...@bfk.de Date: Mon, 03 Aug 2009 09:39:26 + To: Anton Krall akr...@intruder.com.mx Cc: rt-users@lists.bestpractical.com Subject: SUSPECTED: Re: [rt-users] Requestor getting his own mails * Anton Krall: I wanted to kas of this is just my setup or is it normal... When a requestor senda a reply to a correspond, his reply is entered in the ticket (ok) and the admincc and owner get a copy of it (as per scrips) but the weird thing is that the requestor also gets a copy of his own reply. Is this normal? This is normal. If you want to change it, there is a contributed condition called AnyTransactionSource which you can use to make your scrip conditional on the rights of the transaction creator. Typically, you only want to send out mail when the transaction creator has ModifyTicket rights on the ticket. The AnyTransactionSource condition should work with current RT, perhaps with minor changes. -- Florian Weimerfwei...@bfk.de BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
* Anton Krall: But doesnt the requester need to have modifyticket rights in order to append responds to a ticket via mail? No, there are separate rights for that. -- Florian Weimerfwei...@bfk.de BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
Which one should I use in order to let a requester append comments via email to his ticket? From: Florian Weimer fwei...@bfk.de Date: Mon, 03 Aug 2009 10:41:26 + To: Anton Krall akr...@intruder.com.mx Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Requestor getting his own mails * Anton Krall: But doesnt the requester need to have modifyticket rights in order to append responds to a ticket via mail? No, there are separate rights for that. -- Florian Weimerfwei...@bfk.de BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
* Anton Krall: Which one should I use in order to let a requester append comments via email to his ticket? CommentOnTicket (and presumably ReplyToTicket, too). -- Florian Weimerfwei...@bfk.de BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
On 8/3/09 5:29 AM, Anton Krall akr...@intruder.com.mx wrote: I have a scrip that says send a copy of corresponds to the admincc, owner and requester, without it, the requester never gets anything. Well, that explains why he is getting the copy. You told RT to send it to him. If you do not wish the requestor to receive copies, do not tell RT to notify him. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
And that would go in group Everyone right? From: Florian Weimer fwei...@bfk.de Date: Mon, 03 Aug 2009 11:45:25 + To: Anton Krall akr...@intruder.com.mx Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Requestor getting his own mails * Anton Krall: Which one should I use in order to let a requester append comments via email to his ticket? CommentOnTicket (and presumably ReplyToTicket, too). -- Florian Weimerfwei...@bfk.de BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
On 8/3/09 8:30 AM, Anton Krall akr...@intruder.com.mx wrote: And that would go in group Everyone right? That can go to Everyone, but I would be more likely to use Requestor. CommentOnTicket (and presumably ReplyToTicket, too). -- Florian Weimerfwei...@bfk.de BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
* Drew Barnes: On 8/3/09 8:30 AM, Anton Krall akr...@intruder.com.mx wrote: And that would go in group Everyone right? That can go to Everyone, but I would be more likely to use Requestor. But this will lead to errors when the requestor changes email addresses in the middle of a ticket. -- Florian Weimerfwei...@bfk.de BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
What I meant was that I have a scrip that send notifications for admincc, another for requesters... But if I desibale the ones for requesters, they dont get any respond at all.. Even the ones admincc or owners are supposed to send to them Disabled that scrip cripples all communication with requesters... So thats what puzzled me... Is it either all or nothing? I mean... If enabled... Owners can send responds to requesters but when a requesters answers that email.. They (the requesters) get a copy of their on answer on their email a few seconds later... Thats weird... They are the ones that wrote it.. Why should they get a copy :) From: Drew Barnes barne...@ucrwcu.rwc.uc.edu Date: Mon, 03 Aug 2009 08:01:43 -0400 To: Anton Krall akr...@intruder.com.mx, rt-users@lists.bestpractical.com Subject: Re: [rt-users] Requestor getting his own mails On 8/3/09 5:29 AM, Anton Krall akr...@intruder.com.mx wrote: I have a scrip that says send a copy of corresponds to the admincc, owner and requester, without it, the requester never gets anything. Well, that explains why he is getting the copy. You told RT to send it to him. If you do not wish the requestor to receive copies, do not tell RT to notify him. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
On 8/3/09 9:33 AM, Anton Krall akr...@intruder.com.mx wrote: What I meant was that I have a scrip that send notifications for admincc, another for requesters... But if I desibale the ones for requesters, they dont get any respond at all.. Even the ones admincc or owners are supposed to send to them Disabled that scrip cripples all communication with requesters... So thats what puzzled me... Is it either all or nothing? I mean... If enabled... Owners can send responds to requesters but when a requesters answers that email.. They (the requesters) get a copy of their on answer on their email a few seconds later... Thats weird... They are the ones that wrote it.. Why should they get a copy :) $NotifyActor in RT_SiteConfig.pm then From: Drew Barnes barne...@ucrwcu.rwc.uc.edu Date: Mon, 03 Aug 2009 08:01:43 -0400 To: Anton Krall akr...@intruder.com.mx, rt-users@lists.bestpractical.com Subject: Re: [rt-users] Requestor getting his own mails On 8/3/09 5:29 AM, Anton Krall akr...@intruder.com.mx wrote: I have a scrip that says send a copy of corresponds to the admincc, owner and requester, without it, the requester never gets anything. Well, that explains why he is getting the copy. You told RT to send it to him. If you do not wish the requestor to receive copies, do not tell RT to notify him. Anton Krall Direccion General Intruder Consulting A Division of IntruderEnterprises S.A. de C.V. www.Intruder.com.mx www.IntruderStore.com.mx Tel. 3872-2200 ext. 201 Tel. 01-800-INTRUDER (01-800-468-7833) Celular: 55-1010-0604 Email: akr...@intruder.com.mx Disclaimer - Agosto 3, 2009 This email and any files transmitted with it are confidential and intended solely for Drew Barnes,rt-us...@lists.bestpractical.com. If you are not the named addressee you should not disseminate, distribute, copy or alter this email. Any views or opinions presented in this email are solely those of the author and might not represent those of Intruder Consulting. Warning: Although Intruder Consulting has taken reasonable precautions to ensure no viruses are present in this email, the company cannot accept responsibility for any loss or damage arising from the use of this email or attachments. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
Thats the spot! I had it at 1... Thx a lot!!! Damn I love RT Its so configurable... From: Drew Barnes barne...@ucrwcu.rwc.uc.edu Date: Mon, 03 Aug 2009 09:51:11 -0400 To: Anton Krall akr...@intruder.com.mx, rt-users@lists.bestpractical.com Subject: Re: [rt-users] Requestor getting his own mails On 8/3/09 9:33 AM, Anton Krall akr...@intruder.com.mx wrote: What I meant was that I have a scrip that send notifications for admincc, another for requesters... But if I desibale the ones for requesters, they dont get any respond at all.. Even the ones admincc or owners are supposed to send to them Disabled that scrip cripples all communication with requesters... So thats what puzzled me... Is it either all or nothing? I mean... If enabled... Owners can send responds to requesters but when a requesters answers that email.. They (the requesters) get a copy of their on answer on their email a few seconds later... Thats weird... They are the ones that wrote it.. Why should they get a copy :) $NotifyActor in RT_SiteConfig.pm then From: Drew Barnes barne...@ucrwcu.rwc.uc.edu Date: Mon, 03 Aug 2009 08:01:43 -0400 To: Anton Krall akr...@intruder.com.mx, rt-users@lists.bestpractical.com Subject: Re: [rt-users] Requestor getting his own mails On 8/3/09 5:29 AM, Anton Krall akr...@intruder.com.mx wrote: I have a scrip that says send a copy of corresponds to the admincc, owner and requester, without it, the requester never gets anything. Well, that explains why he is getting the copy. You told RT to send it to him. If you do not wish the requestor to receive copies, do not tell RT to notify him. Anton Krall Direccion General Intruder Consulting A Division of IntruderEnterprises S.A. de C.V. www.Intruder.com.mx www.IntruderStore.com.mx Tel. 3872-2200 ext. 201 Tel. 01-800-INTRUDER (01-800-468-7833) Celular: 55-1010-0604 Email: akr...@intruder.com.mx Disclaimer - Agosto 3, 2009 This email and any files transmitted with it are confidential and intended solely for Drew Barnes,rt-us...@lists.bestpractical.com. If you are not the named addressee you should not disseminate, distribute, copy or alter this email. Any views or opinions presented in this email are solely those of the author and might not represent those of Intruder Consulting. Warning: Although Intruder Consulting has taken reasonable precautions to ensure no viruses are present in this email, the company cannot accept responsibility for any loss or damage arising from the use of this email or attachments. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
